Establishing Return Reason Codes (WRTR)

Purpose: Use the Return Reason Code screens to create and maintain reason codes for merchandise returns. You must establish at least one return reason code for receipt and credit of returned merchandise. When you enter returns through return authorizations, order entry, or order maintenance, or when the customer creates a return authorization at the web storefront, a return reason code is required.

The Return Reason table stores history on returns by offer, and the system writes transactions to the Order History table whenever you perform a return. The system also writes return reason history to the Refund table for customer credit.

Download to web storefront: You can download return reason codes to the web storefront if you enable customers to create return authorizations on the storefront. See Downloading E-Commerce Static Tables (ESTF) for more information on the download.

Uploading: You can use the Submit Supporting Data Upload Screen (SDUP) to upload new return reason codes. See Importing Item-Related Supporting Data (SDUP) for an overview.

Report: You can use the Return Reason Report to review the total number of units and dollars returned for a selected time period. See Printing the Return Reason Report (PRRR) for more information.

For more information: See Introducing Return Authorizations (WRTA) for an overview on returns.

In this chapter:

• Work with Return Reason Screen

• Create Return Reason Screen

• Display Return Reason/Offer Screen (Reviewing History)

Work with Return Reason Screen

How to display this screen: Enter WRTR in the Fast path field or select Work with Return Reason from a menu.

Field	Description
Rsn (Return reason)	Represents a reason for returning an item. Numeric, 3 positions; optional.
Description	The description associated with the return reason code. Alphanumeric, 30 positions; optional.
Def (Defective)	Indicates whether the return is defective. This field is informational only. Valid values: • Yes = The item is defective. • No (default) = The item is not defective.
Rtv (Return to vendor)	Indicates whether you send the returned merchandise back to the vendor. Valid values: • Yes = Send the returned merchandise to the vendor. • No (default) = Do not send the returned merchandise back to the vendor.
Whs (Warehouse)	Represents a warehouse to receive the returned merchandise. Warehouse codes are defined in and validated against the Warehouse table. Numeric, 3 positions; optional.

Screen Option	Procedure
Create a return reason code	Select Create to advance to the Create Return Reason Screen.
Change a return reason code	Select Change for a code to advance to the Change Return Reason screen. You can change any information except the return reason code. See Create Return Reason Screen for field descriptions. To change the actual code, delete the record and create a new one.
Delete a return reason code	Select Delete for a code to delete it. If the return reason code has been used to return one or more items, a pop-up window indicates that history exists and requires confirmation. You will lose this history if you delete the return reason code.
Display return reason code detail	Select Display for a code to advance to the Display Return Reason screen. You cannot change any information on this screen. See Create Return Reason Screen for field descriptions.
Display return reason history by offer	Select Display Offers for a code to advance to the Display Return Reason/Offer Screen (Reviewing History).

Create Return Reason Screen

To create: At the Work with Return Reason Screen, select Create.

Field	Description
Return reason code	Represents a reason for returning merchandise. Numeric, 3 positions. Create screen: required. Change screen: display-only.
Description	The description associated with the reason code. Alphanumeric, 30 positions; required.
Defective?	This flag indicates whether the item is defective. This setting is informational only. Valid values: • Selected = The item is defective. • Unselected (default) = The item is not defective.
Return to vendor	This flag indicates whether you send the returned merchandise back to the vendor. Valid values: • Selected = Send the returned merchandise to the vendor. • Unselected (default) = Do not send the returned merchandise back to the vendor.
Warehouse	Represents the warehouse to receive the returned merchandise. This field is not currently implemented; the warehouse is determined by the return disposition value used on the return. See Establishing Return Disposition Values (WRDV). Numeric, 3 positions; optional.

Display Return Reason/Offer Screen (Reviewing History)

Purpose: Use this screen to display return history by offer for a reason code.

How to display this screen: At the Work with Return Reason Screen, select Display Offers for a return reason.

How to interpret this screen: This screen displays return history associated with a reason code. Behind each reason code is a history table that indicates the number of items and dollars returned for the reason code. The History table matches each return with an offer (for example, a catalog) and the date of the return transaction.

About returns: The system updates this history each time you complete the return processing (that is, credit the return). Processing a return involves creating the return authorization, receiving the return into inventory, and processing the credit so that you can refund the customer, if necessary. When you process a return in order entry or order maintenance, these three steps occur at once “behind the scenes.” You can also break this process out into the three separate steps when you process returns through the e-commerce interface or the return authorizations options. See Introducing Return Authorizations (WRTA).

The information on this screen changes whenever the history table is updated. This screen displays summary data with return counts and dollars for each date on which item returns were processed. Summaries are listed by offer, then by date. You cannot change any of the information on this screen.

Field	Description
Return reason code	Represents a reason for returning merchandise. Numeric, 3 positions; display-only.
Offer	Represents a catalog, space or television advertisement from which you accept orders. Offer codes are defined in and validated against the Offer table. See Working with Offers (WOFR). Alphanumeric, 3 positions; optional.
Date	The date when the return processing was completed. Numeric, 6 positions (in user date format); optional.
Number	The number of units returned and credited. Numeric, 3 positions; display-only.
Dollars	The total dollar value of returned merchandise. Alphanumeric, 11 positions with a 2-place decimal; display-only.